Dashboard
Support Ticket Management
1,245
Total Tickets
45
Open Tickets
94.5%
Resolution Rate
2.5h
Avg Response
4.8/5
CSAT Score
96.8%
SLA Compliance
Ticket Trends
Ticket Status
Agent Performance
Sarah Johnson
245 resolved
Michael Chen
189 resolved
Priority Distribution
Critical
12
High
28
Medium
45
Channel Breakdown
Email
485
Chat
325
Phone
156
SLA Compliance Trend
SLA Breach Analysis
Met SLA
1,205
At Risk
28
Breached
12
Customer Satisfaction (CSAT)
Recent Feedback
5.0
2h ago
"Excellent support! Very helpful."
4.8
5h ago
"Quick resolution. Thank you!"
4.5
8h ago
"Very professional and polite agent."
4.0
1d ago
"Issues fixed, but took a bit longer than expected."
Ticket Queue
| ID | Subject | Priority | Status | Agent |
|---|---|---|---|---|
| #1245 | Login issue | Critical | In Progress | Sarah J. |
| #1244 | Payment failed | High | Open | Michael C. |
| #1243 | Feature request | Medium | Resolved | Emma W. |
Team Efficiency
First Response
2.5h
Resolution Time
8.2h
Tickets/Agent
45
Productivity
94%
Top Performing Agents
1
Sarah Johnson
245 tickets • 4.9/5
2
Michael Chen
189 tickets • 4.8/5
Knowledge Base
Total Articles
485
Views
12.5k
Helpful Rate
92%
Top Search Queries
How to reset password
1,245 searches
Payment methods
985 searches
Account settings
756 searches
System Alerts
SLA Breach Warning
12 tickets at risk
Recent Incidents
Email Service Delay
Affecting 28 tickets • 2h ago
Server Maintenance
Completed • 5h ago
Automation Stats
Auto-Assigned
485
Auto-Resolved
156
Auto-Tagged
725
Active Rules
Priority Escalation
ActiveAuto-escalate after 4 hours
Auto-Assignment
ActiveRound-robin distribution
SLA Reports
Agent Reports
Customer Reports